Contact Center Optimization Viable Resources specializes in optimizing existing contact center technologies to maximize performance, presenting an opportunity to upsell optimization services, system audits, and configuration enhancements for clients using current platforms.

Technology Roadmap With offerings in planning, design, integration, and a technology roadmap aligned to business strategies, there is potential to engage clients for strategic refresh projects, new tech integrations, and future state end-to-end contact center modernization.

Routing and Telephony The emphasis on agent optimization, skills based routing, virtual and home agents, and computer telephony integration points to sales opportunities around advanced routing implementations, remote workforce enablement, and telephony integrations for omnichannel strategies.

Security and Compliance Given the focus on call reporting, recording, and integration across systems, there is a pathway to offer compliance reviews, secure data handling, and governance solutions to customers concerned with regulatory requirements.

Cloud and Collaboration Technology stack includes AWS and Microsoft 365, indicating cross-sell potential into cloud migration, collaboration, and infrastructure optimization services for contact centers moving to cloud-based ecosystems.